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Warranty Policy

1. Warranty Overview

TEN2 provides a limited warranty of 12 months from the date of delivery or collection, in accordance with Australian Consumer Law.

This warranty applies strictly to manufacturing defects only and is subject to the conditions outlined below.

2. General Warranty Principles

This warranty:

  • is non-transferable
  • applies only to the original purchaser
  • is valid only under normal intended use
  • does not guarantee appearance consistency over time

All products are handmade or use natural materials, and variations are considered inherent characteristics, not defects.

3. Residential Use Warranty (Domestic Use)

Coverage

For residential (domestic) use only, TEN2 warranty covers:

  • manufacturing defects in structure
  • failure of joints or framework under normal use
  • workmanship faults affecting structural integrity

Exclusions (Residential Use)

This warranty does NOT cover:

  • normal wear and tear
  • softening or compression of foam, upholstery, or cushioning
  • colour fading due to light, environment, or use
  • natural movement of timber, stone, or leather
  • scratches, dents, or surface marks after delivery
  • damage caused by misuse, impact, or improper care
  • exposure to excessive humidity, heat, or sunlight
  • improper cleaning methods or chemical damage
  • relocation or reinstallation damage

4. Commercial Use Warranty (Critical Limitation Clause)

Definition of Commercial Use

Commercial use includes but is not limited to:

  • offices
  • hotels
  • restaurants
  • retail spaces
  • short-term rental properties (Airbnb or similar)
  • display or staging environments
  • any non-private residential use

Commercial Warranty Scope

For commercial applications, TEN2 provides:

👉 a limited 6-month structural warranty only

This applies strictly to:

  • structural manufacturing defects
  • frame failure under normal commercial use

Commercial Use Exclusions (Highly Important)

TEN2 does NOT cover:

  • accelerated wear from high traffic use
  • upholstery compression or flattening
  • staining, marking, or surface degradation
  • damage caused by cleaning staff or third parties
  • misuse in high-frequency commercial environments
  • exposure to heavy operational load or continuous use
  • compliance with commercial safety or fire regulations (unless agreed in writing)

Commercial Risk Acknowledgement

By using TEN2 products in a commercial environment, the client acknowledges:

  • furniture is primarily designed for residential standards unless specified otherwise
  • commercial usage significantly reduces product lifespan
  • all wear-related issues are the responsibility of the operator

5. Natural Materials Disclaimer (Critical Clause)

All materials used are natural or handcrafted.

Warranty does not cover:

  • timber movement (expansion, contraction, cracking)
  • stone veining, porosity, or natural fissures
  • leather grain variation or patina development
  • fabric texture variation or shading differences
  • colour differences between samples and final product

These are inherent characteristics of natural materials.

6. Structural Assessment Authority

TEN2 reserves full discretion to determine whether a claim is:

  • a manufacturing defect
  • a natural material characteristic
  • environmental or usage-related damage
  • installation or handling issue

Only confirmed manufacturing defects qualify for remedy.

7. Remedy Options

Where a valid warranty claim is accepted, TEN2 may choose to:

  • repair the product
  • replace the product
  • provide partial remediation
  • or offer an alternative solution

TEN2 is not obligated to provide a refund unless legally required.

8. Warranty Void Conditions

Warranty becomes void if:

  • product is modified or repaired by third parties
  • improper installation occurs
  • product is used outside intended environment
  • maintenance instructions are not followed
  • product is exposed to outdoor conditions (unless specified outdoor-rated)

9. Limitation of Liability

To the maximum extent permitted by law:

TEN2 is not liable for:

  • indirect or consequential loss
  • project delays
  • commercial loss or downtime
  • installation or reinstallation costs
  • third-party labour or transport costs

10. Claims Process

All warranty claims must be submitted to:
info@ten2.com.au

Claims must include:

  • proof of purchase
  • clear photos or videos
  • description of issue

TEN2 will assess claims within a reasonable timeframe.